Use Help Scout in Aircall

Discover Helpscout 3 Integration

Integrate your Aircall phone system with Help Scout in just a few clicks. With the Help Scout – Aircall integration, your team can effortlessly keep track of every customer conversation across calls, SMS, WhatsApp, and AI-powered insights.

Automatically log interactions, surface key customer information in real time, and streamline your support workflows.

Integration features

• Insight Cards
  Access customer context instantly inside the Aircall workspace. Insight Cards display key Help Scout details such as the customer’s name, email, profile link, company information, job title, and notes—helping your team deliver personalized support from the first ring.

• Automatic Conversation Creation & Logging
  Calls are automatically logged in Help Scout. The integration can either create a new conversation for every call or try to find an existing open conversation, following your selected settings.
  Calls generate detailed threads in Help Scout, including call direction, duration, agent comments, recordings, voicemails, and operational tags.

• Customer matching & contact sync
  Every call triggers a search for matching Help Scout customers across multiple phone number formats. If no match exists, a new customer is created in Help Scout or Aircall to keep both systems aligned.

• AI Insights & Transcriptions
  Bring intelligence to your Help Scout workflows. For customers subscribed to Aircall AI features, the integration logs: Call summaries, Key topics, Action items, Customer sentiment, Full call transcriptions

• SMS & WhatsApp Logging
  SMS, MMS, and WhatsApp messages sent from Aircall are logged in Help Scout with message content, attachments, and message type. Messages are added to open conversations or can reopen recent ones, depending on your settings

• Operational & User Tagging
  Aircall tags added by agents sync into Help Scout conversations, along with automatic operational tags such as missed call, callback, voicemail, call direction, team name, and number labels.

• Voice Agent Ready
  Calls handled by Aircall Voice Agent are logged with a dedicated tag, escalation notes, and AI insights (if enabled).

• Click-to-Dial
  Click any phone number in Help Scout to instantly open it in your Aircall Workspace.